{"id":324,"date":"2026-06-27T18:25:28","date_gmt":"2026-06-27T18:25:28","guid":{"rendered":"https:\/\/imperialtrustgroup.com\/?page_id=324"},"modified":"2026-06-27T18:25:29","modified_gmt":"2026-06-27T18:25:29","slug":"complaint-handling-procedure","status":"publish","type":"page","link":"https:\/\/imperialtrustgroup.com\/fr\/complaint-handling-procedure\/","title":{"rendered":"Proc\u00e9dure de traitement des plaintes"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Imperial Trust Group values customer satisfaction and is committed to resolving complaints fairly, transparently, and promptly.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Our Commitment<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you&#8217;re dissatisfied with any of our products or services, we encourage you to let us know. Every complaint is reviewed independently and handled professionally.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">How to Submit a Complaint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You may contact us through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contact Form<\/li>\n\n\n\n<li>Secure Online Banking Message<\/li>\n\n\n\n<li>Customer Support<\/li>\n\n\n\n<li>Email<\/li>\n\n\n\n<li>Telephone<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Please include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Full Name<\/li>\n\n\n\n<li>Account Number (if applicable)<\/li>\n\n\n\n<li>Contact Details<\/li>\n\n\n\n<li>Description of the issue<\/li>\n\n\n\n<li>Supporting documents (if any)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">What Happens Next?<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Complaint received.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You will receive an acknowledgement confirming that we have received your complaint.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Investigation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our Customer Resolution Team will investigate the matter, reviewing all relevant information.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Resolution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We aim to provide a fair resolution as quickly as possible.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If additional time is required, we will keep you informed throughout the process.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Resolution Time<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Most complaints are resolved within:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5\u201315 business days<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Complex matters requiring additional investigation may take longer.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Escalating a Complaint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you remain dissatisfied after receiving our response, you may request that your complaint be reviewed by our senior management or Compliance Department.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Where applicable, customers may also have the right to refer unresolved complaints to an appropriate independent dispute resolution body or regulatory authority.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Our Promise<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Every complaint helps us improve our services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We treat every customer fairly and professionally.<\/p>","protected":false},"excerpt":{"rendered":"<p>Imperial Trust Group values customer satisfaction and is committed to resolving complaints fairly, transparently, and promptly. Our Commitment If you&#8217;re dissatisfied with [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_members_access_role":[],"_members_access_error":""},"class_list":["post-324","page","type-page","status-publish","hentry"],"acf":[],"_hostinger_reach_plugin_has_subscription_block":false,"_hostinger_reach_plugin_is_elementor":false,"_links":{"self":[{"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/pages\/324","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/comments?post=324"}],"version-history":[{"count":1,"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/pages\/324\/revisions"}],"predecessor-version":[{"id":325,"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/pages\/324\/revisions\/325"}],"wp:attachment":[{"href":"https:\/\/imperialtrustgroup.com\/fr\/wp-json\/wp\/v2\/media?parent=324"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}